Note: This article applies to orders placed on chigee.com. For orders placed with a dealer or another retailer, contact the seller.
If your package hasn't arrived or came back to us, find the section below that matches your tracking. If you're not sure what to do, contact us with your order number and tracking number.
Tracking shows delivered, but you don't have the package
Check the shipping address on your order.
Look around your mailbox, porch, building reception and other safe drop-off spots.
Ask neighbors, building staff and people in your household whether they took the package.
If you still can't find it, contact us. We ask the carrier for proof of delivery, such as a photo or GPS location.
If the carrier's proof shows the package was delivered to the address on your order, the order counts as delivered, and we can't resend or refund it. We can still help you file a complaint with the carrier.
Tracking shows not delivered
If tracking doesn't show your package as delivered, contact the right company:
USPS, FedEx, DHL, DPD and other major carriers: contact the carrier directly with your tracking number.
YANWEN, 4PX and other carriers: contact us, and we'll give you the contact details of the local delivery company.
Keep an eye on your tracking and answer calls or messages from the carrier. If the carrier can't reach you, your package can come back to us. If tracking hasn't updated for 5 days, see Why hasn't my tracking information been updated?
Your package came back to us
A package comes back to us when delivery fails, for example because of a wrong address, unpaid import duties or no reply to the carrier. We email you to ask what you'd like to do.
If the delivery failed because of us
If the delivery failed because of a mistake on our side, we ship your order again at no cost to you.
If the delivery failed for a reason on your side
If the delivery failed because of a wrong address, unpaid duties or no reply to the carrier, choose one of these options:
Ship it again: you pay the new shipping cost.
Cancel the order: we refund your order minus both the outbound and return shipping costs. See Refund policy for timing.
FAQs
Can you resend a package that tracking shows as delivered?
If the carrier's proof shows delivery to the address on your order, we can't resend the package. Contact us and we'll help you file a complaint with the carrier.
Why was my package returned?
Packages usually come back because of a wrong or incomplete address, unpaid import duties, or the carrier not being able to reach you. To avoid this, see Shipping address and customs ID requirements.